The touchscreen on my Chromebook is not working!

[Sarah_____]

My Chromebook was perfect until 2 weeks ago, When I turned it off and the next Day when i switched it on i tried to touch the screen and it didn’t work.

so i tried to delete everything and restore the pc to the factory version, it didn’t work.

after that i tried to reach out to the assistance but they never answer me. I really need to fix This problem! Thank you in advance! 

[A_Gayathri]

Hi @Sarah_____ ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with the touchscreen on your HP Chromebook x360 - 14b-ca0011nl isn't working despite a factory reset, the issue could be hardware-related or due to a deeper system configuration problem. 

Here's a troubleshooting guide to help resolve the problem:

1. Check for Software Updates

• Open your Chromebook.
• Go to Settings > About Chrome OS > Check for updates.
• Install any pending updates and restart your Chromebook.

2. Test the Touchscreen in Recovery Mode

• Turn off your Chromebook.
• Press Esc + Refresh (⟳) and then the Power button to enter Recovery Mode.
• Once in Recovery Mode, check if the touchscreen responds.
  • If it works, the issue might be with Chrome OS settings.
  • If it doesn't, the issue is likely hardware-related.

3. Powerwash and Enable Developer Mode

• Perform a Powerwash:
  Go to Settings > Advanced > Reset settings > Powerwash.
• If the problem persists, enable Developer Mode:
  1. Turn off your Chromebook.
  2. Press Esc + Refresh (⟳) and the Power button.
  3. When the recovery screen appears, press Ctrl + D and follow the instructions.
• Enabling Developer Mode might reset deeper system configurations, which could resolve the issue.

4. Check Internal Touchscreen Settings

• Open the Chrome browser and type:
  chrome://flags/#ash-debug-shortcuts
• Enable the ash-debug-shortcuts option.
• Use the debug shortcuts to test touchscreen functionality.

5. Perform a Hardware Diagnostic Test

• Turn off your Chromebook.
• Press Esc + Refresh (⟳) and the Power button to access diagnostics.
• Select Test Touchscreen if available.
  If your Chromebook doesn't support diagnostics, use external HP diagnostic tools.

6. Inspect for Physical or Hardware Damage

• Ensure the screen is clean and free from debris.
• Gently clean the touchscreen with a soft, lint-free cloth.
• Check for cracks or visible damage that might affect touch response.

7. Hard Reset Your Chromebook

• Turn off your Chromebook.
• Press and hold Refresh (⟳) and tap the Power button.
• Release the Refresh button when your Chromebook boots up.

I hope this helps. 

Take care and have a good day.

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